Browsing All posts tagged under »Service«

Customer Service and Social Media in 2014

February 12, 2014 by

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Our questions for this week's #SMChat: Are organizations focusing on customer service metrics and goals as part of their annual planning process this year? Have you seen a shift in the role of Customer Service in an organization? Are you noticing more "social" customer service interactions? On which platforms? Where do you think the greatest opportunities lie for customer service this year? What are the expectations for customer service via social media?

Customer Service – Fix It Before It’s Broken

March 14, 2012 by

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Customer Service isn't just a department. It's a mindset. Hopefully, it's the mindset of the organization, not just the people providing front-line customer service. I really appreciate the quote from Mark Cuban, "It is so much easier to be nice, to be respectful, to put yourself in your customers' shoes and try to understand how you might help them before they ask for help, than it is to try to mend a broken customer relationship." We're going to discuss 4 questions that will offer some insight into how you can fix some thing before it's broken, resulting in better service for your customers.

Customer Service, Social Media and Disaster

September 14, 2011 by

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Watching Hurricane Irene approach the US, caused me think about providing Customer Service, whether via Social Media or traditional outlets, during tragedies and natural disasters. Although most people are understanding when this happens, as they should be, it is important for businesses to have a plan on how to operate or communicate that they are not operating...in the face of adversity. What should you do? That's exactly what we will be exploring on SMChat at 1pm ET 9/14.

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